Charles Pruitt

Experience

• 

  AT&T

  Oct 2005 - now

  Provide budgeting, forecasting, month-end close and financial analysis support to the Business Customer Sales & Service organization. Collaborate with cross-functional groups to propose and manage creative solutions for improving performance, enhancing reporting, and identifying coaching opportunities. Asks tough questions and builds strong relationships with our internal and external customers.• Work with senior leadership in three call centers to drive business performance through developing enhanced reporting to allow better insights into the behaviors behind identified areas for improvement.• Partner with cross-functional executive leadership to create actionable plans to address primary business objectives and enhance performance.• Cost Analysis Models – FTE/Budget/Calls.• Tracking of Gap Savings Initiatives.• Lead PO provisioning for Robotics and SOEWAT payments.• Promote Products Reporting/Analytics. Show less • Lead a team of analysts to communicate performance results and identify areas for process improvement to leadership and recommend plan of action.• Acted as a liaison between the Business Operations team and our Business Intelligence team to ensure accurate data creation and the best experience for our call center leadership.• Support executive leadership with project, reporting, and development requests.• Subject Matter Expert on call center metric calculations.• Partnership and Collaboration with the National Forecasting, Operations, Finance and IVR Teams.• Incentive Budget and Allocation.• Assist in commission plan development. Communicate changes to the plan and train employees on the new commission rates associated with Performance• Trained Member Training – I trained several Analysts on FTE computations.• Collaborated with the executive leadership team to improve processes, procedures, and reporting, in order to drive business objectives and performance.• Primary contact for all project & process related work. Worked directly with the project management team on all projects running in the call centers.• Developed and tracked performance goals and results for multiple call centers and functions. Delivered specific team reporting directly to each leader.• Set performance targets for numerous business functions each month. Partnered with leadership and the Labor Union to review, approve, and communicate changes to employees.• Performance Goal Management Analysis.• Staffing requirements and Outlooks.• Subject Matter Expert – IVR/Telephony.• Operational Review Compilation. Show less • Created performance reporting for monthly tracking of all agent’s metrics. Allowed team managers to track their employee’s performance throughout the year and increased accuracy of the detail being presented to the frontline agents.• Identified a process gap and implemented a SharePoint ticketing system that allowed our team to track incoming work and improve communications with leadership team.• Primary contact for integrating a new center into reporting and training our processes.• Report on call center trends to improve overall Business metrics.• Conduct analysis as requested by Management.• Create spreadsheets to analyze Business Performance.• Predicts staff needed based on volumes and shrinkage.• Quarterly Bonus Submission. • Ownership of Business Continuity Plans. Show less

  • Senior Performance Reporting Manager

    Apr 2017 - now

  • Operations Area Manager

    Jul 2012 - Apr 2017

  • Operations Team Manager

    Oct 2005 - Jul 2012